Product Support Manager jobs in United States
cer-icon
Apply on Employer Site
company-logo

Socket · 2 months ago

Product Support Manager

positionUnited States
timeFull-time
remoteRemote
seniorityMid, Senior Level
money$120K/yr - $150K/yr

Socket is a company that aids developers and security teams in streamlining their work by minimizing security busywork. The Product Support Manager role involves building and scaling the product support operations, establishing processes, and providing technical expertise to support developers and security teams in securing their software supply chains.

Artificial Intelligence (AI)Cloud SecurityCyber SecurityDeveloper ToolsInternetOpen SourceSecuritySoftware
check
H1B Sponsor Likelynote

Responsibilities

Own and build the entire customer support experience end-to-end, from initial ticket to resolution
Establish support processes, SLAs, and tooling that deliver world-class customer experiences
Master Socket's security platform and become the technical authority on supply chain security issues
Handle complex escalations involving npm packages, CI/CD integrations, and vulnerability management
Partner with engineering to identify product improvements and prioritize roadmap items based on customer feedback
Build comprehensive documentation, runbooks, and self-service resources
As we scale, recruit, hire, and mentor additional support engineers
Define and track support metrics, identifying trends and implementing continuous improvements

Qualification

Technical support operationsSoftware security expertiseCI/CD systems proficiencyPackage managers knowledgeCloud platforms experienceSecurity scanning toolsMentoring support engineersExceptional communicationCustomer-obsessed mindset

Required

You've built and scaled technical support operations at a technology company, preferably in a 0-1 or early-stage environment
Experience leading technical support teams and developing support engineers
Deep technical expertise in software security, package managers (especially npm), and developer toolchains
Proficiency with CI/CD systems, containerization, cloud platforms, and security scanning tools
Strong understanding of software supply chain vulnerabilities and open source security challenges
Exceptional communication skills - you can explain complex technical concepts clearly to both developers and security teams
Customer-obsessed mindset with a track record of turning frustrated users into advocates
Not bound to a particular support platform and can learn new technologies on-the-go

Company

Socket

twittertwittertwitter
company-logo
Socket is a developer-first security platform that protects your most critical apps from software supply chain attacks.
dateFounded in 2020
location
Stanford, California, USA
people-size51-200 employees
web-link
https://socket.dev

H1B Sponsorship

Socket has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)

Funding

Current Stage
Growth Stage
Total Funding
$64.6M
Key Investors
AbstractAndreessen Horowitz
2024-10-22Series B· $40M
2023-08-01Series A· $20M
2022-05-11Seed· $4.6M

Leadership Team

leader-logo
Feross Aboukhadijeh
Founder & CEO
linkedin

Recent News

Help Net Security
Heisenberg: Open-source software supply chain health check tool
2025-11-03
thisweekinreact.com
This Week In React
2025-10-03
Dark Reading
Npm Package Hides Malware in Steganographic QR Codes
2025-10-03
Company data provided by crunchbase